Customer Experience Management Trends

Joe Weinlick
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The primary goal of customer service is to attract and retain loyal consumers by providing them with premium care. This goal has not changed over the years, but management trends continue to evolve to ensure consumers are satisfied and sales associates are generating positive experiences for clients.

The push to attract and retain consumers requires companies to cater to the needs of clients based on their desires, wants and needs. Managers have begun to evaluate customer behavior to provide better customer service. Online tracking tools can determine how customers interact with employees and browse products and services. Other tools can monitor consumers' buying habits. A key indicator of customer satisfaction involves tracking customers' emotions through feedback surveys. These assessments often drive strategies to improve the way employees treat, serve and nurture consumers during the purchasing process.

Technology trends in customer service have also impacted how businesses communicate with their clients. The use of both traditional platforms and online platforms allow companies to respond to customer questions via social media, e-mail and other online tools in addition to supporting clients traditionally via telephone or in person. Businesses have had to expand the visibility of their products and services online in order to meet the needs of consumers who consistently use mobile devices to communicate with companies and shop for goods. Online chat sessions, contact tools and customer forums have become the norm as companies have adapted to a technologically-advanced customer base.

Based on the data they have gathered assessing customer experiences, customer service managers have realized that relationships significantly impact the bottom line. Consumers crave a personalized experience that makes them feel appreciated and valued when spending their hard-earned cash. The trend to foster deeper employee engagement with clients is gaining momentum. In fact, when employees take the time to learn the names, buying trends and needs of clients, retention and customer loyalty is often the result. Management can track the effectiveness of employee-client engagement by tracking conversion rates, which detail the percentage of clients who take additional actions or engage in more transactions with the company after their initial contact with a customer service associate. Conversion rates assist management personnel in determining what type of training their representatives need in order to create a satisfying experience for each client, as well as the type of engagement that leads to customer loyalty.

Companies that take the time to track client activity, foster engaging interactions, and develop customer service techniques that lead to satisfaction and retention frequently improve their overall productivity and profitability. Assessments of trends in the industry and customer satisfaction are often key factors in improving the products and services offered, as well as the reputation of the company as a whole.

Photo Courtesy of David Castillo Dominici at



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